Chatbots Ranked? Forrester’s Top 10 For Enterprise Missing 2 Key Criteria

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In a recent ranking of Chatbots for Enterprise Customer Service, Forrester Research detailed the 10 criteria by which they judged solutions in the field of artificial intelligence (AI) based digital care.

Specifically they include machine learning, intent engines, dialog management, natural language understanding on the AI side, alongside reporting & analytics, security & administration, and multichannel administration, as well as roadmapping, vision, and revenue considerations from a product perspective.

However, taking those criteria into consideration there are two glaring omissions: expertise and focus. Any AI-based digital care solution worth its salt is only as good as its corpus – sticking to only Forrester’s criteria might send you down the path of bad bot if you ignore these two pillars of AI at large. While the previous 10 criteria are important, let me take a moment to explain why expertise and focus should be on the list.


Industry domain expertise is an essential pillar for any AI-based digital care service. As AI increasingly enters the public lexicon, industries at large continue to misuse the term or at the very least misconstrue what AI is and in turn is capable of. There is no digital multi-tool which you can throw at any industry in the hopes it can solve any customer dilemmas. The inquiries and questions asked in wireless industry digital care vary greatly from those asked of florists, pizza parlors, and other simpler, small-scale consumer businesses.

Not only is an off-the-shelf solution flawed due to the great variance one finds in customer based interactions, but even within a single industry there are so many differences between the needs of separate companies dealing with the same product. The language (and local variances) used to describe problems and products, the variations of product uses by region, and a myriad of other use cases prove why industry knowledge is vital to implementing an AI-based digital care strategy efficiently, and at scale.

An off-the-shelf or general knowledge AI solution in digital care can cost your business both profit and time. One either has to wait for the platform and their team to learn the industry in which they are deployed, or choose a platform where they have to put in the development work to ensure it aligns with that industry, and continue that work as the it evolves. Choosing a platform that aligns with your industry ensures they are evolving with it and the business cases that come alongside it.

In wireless specifically, we are seeing continued growth in smartphone and wearable usage, and the evolution of new technology like 5G networks and autonomous vehicles – both of which will grow in tandem with carriers across the globe.

“Customers should be delighted when they seek support, not frustrated,” said Ian Collins, CEO and co-founder of CrowdCare. “In today’s wireless marketplace, having a fast, efficient, AI-based digital care solution can be a competitive advantage for carriers who choose and value those that concentrate on their specific industry problem set.”



The other criteria goes hand in hand with expertise. Just as I said above, where AI has entered the public lexicon, there is a temptation to shoehorn a factitious AI solution into every product.

The opposite can also be true: essential AI solutions which concentrate on specific use cases and industries can succumb to the temptation of adding features which don’t align with their industry and can in turn add development time and frustrate users.

Take another example from the wireless industry. Customers interact with support consistently around billing inquiries – would it not make sense for digital care to ask customers if they want to be reminded about their bill due dates, data caps, or other aspects of their plan? Not necessarily. Wireless companies already have systems set up for these alerts, and some users suffer from alert fatigue as it is – they may be frustrated at the mere thought of adding another notification to their smart device.

It’s not that asking users about these options is necessarily a bad idea, but they (and larger companies as a whole) are better served by their AI-based digital care solutions solving the issues they were created for, rather than kitschy add-ons made to impress in the short-term.

One can see how these two added criteria are essential for implementing a well rounded, AI-based digital care solution. Ignoring them when evaluating your platform options could prove perilous in the long-term.

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David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 

Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 


Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.


Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 


Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

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President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 


His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 


Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 


Ian invests, mentors, and sits on the boards of several startups in the Toronto area.